Guest Service Agent

Present and visible in the lobby, he or she is easily identifiable by guests as the person to whom they should go.

• Handles guests' requests for information and provides answers; puts them in contact with the appropriate people if necessary.
• Assist with any check-in and check-out procedure.
• Ensure that guest is allocated in a room in accordance to guest preferences.
• Handles any customer problems and resolve promptly.
• Informs guests about the formalities including hotel policies, any particular conditions relating to their stay and the services available.
• Answer phone calls in accordance to the standards. Transfer calls if necessary.
• Take charge of group billing and other requirements.
• Promote hotel loyalty program. Hence, able to explain all information pertinent to the membership program confidently.
• Drive upsell and cross sell initiatives.
• Respects the privacy and security of hotel guest.
• Perform reservation, operator, guest relations and porter functions.
• Applies and actively supports the hotel's pricing policy in order to increase REVPAR.
• Respects procedures governing invoicing and cash operations.
• Monitors movements in the hotel lobby with discretion.
• Able to provide concierge services such as babysitting request, courier services, restaurant reservations, transportation arrangements and others.
• Ensure the lobby area is always compliant to the brand standards.
• Well versed in the property management system and other hotel systems to ensure effective running of the hotel operation.
• Able to carry out emergency response procedures.
• Adhere to all operating standard procedures, hotel policies and brand standards.
• Standing, sitting or walking for extended periods of time.

Administration

• All cashiering functions are accurately and properly done. Any supporting internal forms to be documented and approved by RDM.
• Ensure that all the required guest documentation is retrieved, updated on the system and stored safely complying to the private and confidential information policy.
• Internal communications to be consistently updated, acknowledged and passed on to others e.g log book, traces, BEO, etc.
• To balance the cash report and remittance envelope at the end of shift.

Others

• Embedded with the value of Accor (Guest Passion, Trust, Respect, Innovation, Sustainable Performance and the Spirit of Conquest).
• Develop and maintain positive working relationships with others.
• Respects norms concerning hygiene and cleanliness in the workplace.
• Applies the hotel's safety regulations (fire hazards etc).
• Respects and participates in the sustainable practices hotel program.
• Perform other reasonable job duties as requested by Superiors.